Whether you're new to customer service and call centers or an experienced customer service representative, call center agent or manager, this quiz will test your general knowledge of customer service and call centers.

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How to take the quiz: * After reading the question, note the letter of your answer. * Check your answers by clicking the link to the customer service and call centers quiz answer key at the end of the quiz.

1. In a call center, this is a line of people waiting to be handled, usually in sequential order starting at the beginning or top of the line or sequence.

a. feed line b. first-order logic c. grumble line d. queue

2. This is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way.

a. ROI b. SCM c. SAP d. CRM

3. This is a central point in an enterprise from which customer service interactions are managed via phone, fax, email and other channels.

8. This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without requiring any interaction with a customer service representative of an enterprise.

E-Handbook

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